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Workforce Management

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Improvements to our WFM product

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510 results found

  1. Added roster coverage - actual vs scheduled to realtime performance charts

    Allow configuration of the charts in realtime performance to include actual vs scheduled vs forecast activities, like the daily performance summary

    1 vote

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  2. Make a task adherence 100% if no task is logged by agent e.g. on call shift

    When I post an on call shift for 12 hours on an agents roster, in most cases the agent will not be called in and so no task will be posted. At present these tasks are marked as adherence exceptions but still flag as adherence issues as no task is logged for that agent.

    Can we have a way to mark agents as in adherence if they have an On-Call shift?

    1 vote

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  3. Add CSAT to the available metrics for Performance Summary workstream display

    CSAT is not an available option to add when configuring metrics for Channel / Workstream on Performance Summary. It would be great to have this as an option going forward.

    1 vote

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  4. User Profile - Ability to apply the user template and 'lock' the template or not

    Current state is the template works well for initial user import. However, as roles are added to users, the template does not continue to be dynamic. Adding the ability to 'lock' or 'unlock' the template would allow for changes to be made.

    1 vote

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  5. Manage Roster: Bulk Add Task Not Able to Drag Conflicting Tasks in Preview Screen

    1 vote

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  6. Would like to have the Manage roster tools available on the single agent view page

    1 vote

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  7. Add a cancel generation button on the roster listing page to stop a roster running

    1 vote

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  8. Roster Permissions - Make the Administrator role exempt from all Roster Permissions

    1 vote

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  9. Add the same way to select a color in Workstream Configuration as the setup in Task Configuration

    The task configuration of selecting a color in task is more user friendly, and quicker to select a color. The view is horizontal instead of vertical, and the square of colors is larger.

    1 vote

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  10. When searching for users within shift templates remove the case sensitive requirement

    1 vote

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  11. Ability in the Manage Roster to do a find and replace all of a task for an entire day.

    1 vote

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  12. Open single user workactivity summary when clicking on an agent in performance dashboard

    It would be great to be able to drilldown into an agent's data from the User Performance Metrics report, so that I can investigate why a certain metric might be above / below what I am expecting.

    1 vote

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  13. Manage Roster: Copy/Clone Shifts - Allow overwriting of existing shifts with a new shift

    1 vote

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  14. Shift Swap: Ability to swap a lunch break within a shift both daily and within a roster period

    1 vote

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  15. Schedule/Roster Listing: Grey Out 'Open for Editing' When Permission to View Manage Rosters Only

    1 vote

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  16. Add agent's name on dialogue box for intraday tasks added via drag and drop on Manage Roster screen

    1 vote

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  17. Generate Roster - Prevent user from generating roster if there are agents without availabilities set

    1 vote

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  18. Put in place a hierarchy that will allow RDOs to be overwritten by a different type of leave request

    1 vote

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  19. Update Bulk Edit to be more dynamic (only productive tasks right now. Ability to change to any task)

    1 vote

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  20. Prevent Save on Manage Roster page when shifts have been added that fall outside of the roster period

    1 vote

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